Are you spending a large part of your day getting interrupted by customer care phone calls instead of working on your business? You need an Online Business to be automating some of that for you.
Keeping connected with your online business is incredibly important - it's like a living, breathing entity, and you need to know when things happen. Not all of us have the budget for full time customer service representatives, that's where we can help.
Strategy: Some simple ways to to build a online self-help portal would be to build a highly customised webform that qualifies your customers requests before they reach you. It would be good to focus on publishing a well organised FAQ page and direct customers to how-to and do-it-yourself articles on your site that you've published before they ask for live help. Not only is this good for your customers but it's good for search-engine optimization too!
By utilising the latest technologies (all bundled up in one effective system), you have the power to meet the demand of those demanding customers. We provide you with the tools you need and that are online 24/7 - especially when you're not with the following tools:
FAQ - FAQs or frequently asked questions are an effective way to improve customer experience and reduce customer related enquiries. FAQs allow your customers to self-serve themselves by getting answers to their questions on your website without having to contact you.
Webforms - Web Forms are one of the most exciting parts of this solution. They allow you to interact with your customers, providing them with a communication channel to your business. You can use web forms to run competitions, create surveys, collect bookings, field enquiries, collect donations or register for access to specials. The possibilities are almost unlimited.
Workflows - Workflows allow you to automate and streamline your business, including your customer service, enabling you to notify system users of various events, and require approval or input at certain steps of the process.
Secure Zones - Using Secure zones is a fantastic way to manage your customer service, or provide your loyal customers with your best value added content. With every secure zone registration you are capturing yet more customer's valuable details. Making any parts of your website as well as other content types such as Announcements, Literature and FAQs secure is an extremely simple process.
Customer Service Ticketing (CST) - You can use the customer ticketing framework to streamline and better manage your communication with your customers. Traditionally customer service is done via email into one’s inbox. Although this approach works for a small number of inquiries, as customer email volumes increase, a ticketing framework will ensure that customer inquiries are handled in a timely fashion. Another major benefit of this framework is that it captures all communication between your customers and CSRs (customer service representatives) into the built-in customer database. This means over time you’ll build a valuable database of past inquiries.
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